Senior Customer Success Manager

Saviynt's AI-powered identity platform manages and governs human and non-human access to all of an organization's applications, data, and business processes. Customers trust Saviynt to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Built for the AI age, Saviynt is today helping organizations safely accelerate their deployment and usage of AI. Saviynt is recognized as the leader in identity security, with solutions that protect and empower the world’s leading brands, Fortune 500 companies and government institutions. For more information, please visit www.saviynt.com.We are seeking a dynamic and experienced Customer Success Manager to cultivate  customer loyalty and drive the adoption of Saviynt’s innovative services and products. In  this role, you will align our o;erings with our customers’ business objectives and priorities,  acting as a trusted advisor to ensure their success. You will be responsible for providing  customer advisory services, o;ering strategic adoption recommendations, identifying  opportunities for increased service engagement, and leveraging metrics analysis to guide  customer outcomes. Success in this role translates to heightened customer satisfaction,  improved retention rates, and the expansion of Saviynt’s business footprint. What you will doServe as the primary point of contact and advocate for assigned customersCollaborate with the Sales team to ensure a seamless and customer-focused sales,  orientation, and launch engagement processCultivate strong relationships with customer stakeholders, up to the C-level  executivesDevelop a deep understanding of each customer’s identity and access governance  landscape and their unique business challenges, providing expert advice on  potential solutions leveraging the Saviynt product suiteBuild and maintain trusting relationships with customers and executive sponsors to  drive product adoption and ensure they achieve full business value from their  Saviynt investmentPartner effectively with internal Saviynt teams, including Product Development and  Support, to align product roadmaps and support activities with the customer's  business case and strategic objectivesRepresent the voice of the customer in internal prioritization processes, advocating  for their needs and ensuring their perspective is consideredProactively prepare for critical customer events such as go-lives and product  releases, ensuring smooth transitions and minimizing potential disruptionsDevelop and maintain accurate account plans and comprehensive success plans  for each customer within your portfolio, outlining key objectives and strategies for  achieving themDevelop and diligently monitor key performance indicators (KPIs) related to  customer success, conducting monthly reviews to identify necessary corrective  actions and ensure progress towards goalsMonitor and analyze customer utilization trends, providing proactive recommendations based on identified risks and the evolving needs of our  customersPlan and deliver educational initiatives for customers on new product features and  releases, maximizing their understanding and adoption of new capabilitiesManage the renewal pipeline for your assigned customers, identifying and mitigating  potential at-risk accounts to ensure successful and timely renewalsProvide assistance with the management of delivery projects, ensuring alignment  with customer expectations and successful outcomesContribute to transformation and process improvement initiatives across the  organization, enhancing efficiency and effectiveness in our customer engagement  strategiesAct as the voice of the customer, actively collecting feedback and channeling it to  relevant internal teams to drive continuous improvement across all areas, including  product development and service deliveryWhat you bringDemonstrated knowledge and practical experience in Identity and Access  Management (IAM) is essential; a background in cybersecurity and/or compliance is  highly valuedPreference for candidates who have served as Identity Security practitioners in  previous rolesA proactive and solution-oriented "can-do" attitude is crucialPrevious experience in a Customer Success or Application Portfolio Management  role within a SaaS organization is highly desirableHands-on knowledge and practical experience in the Identity and Access  Management (IAM) and broader Security spaceStrong understanding of cloud architecture as well as on-premise IT landscapes and  their integration with cloud servicesExtensive experience in consulting and the implementation of IT systems, preferably  cloud services and/or identity management solutionsKnowledge of relevant security and compliance requirements and frameworksWillingness to be a hands-on contributor, actively engaging in problem-solving and  customer supportExcellent communication skills, including the ability to effectively track issues,  manage triage processes, and navigate crisis situationsA strong team player mentality with a collaborative approach to problem-solving  and customer successExperience in Process Improvement methodologies, e;ective Decision Making,  adept at Managing Processes, strong Planning abilities, skilled at Analysing  Information, experience Developing Standards, and a commitment to Service  ExcellenceProactive mindset with a strong ability to anticipate potential challenges ("what could-go-wrong") and develop mitigation strategies ("how-to-avoid-it")Willingness to travel up to 20% as required to engage with customers on-siteOur ideal candidate would speak fluent French or German.  If required for this role, you will:- Complete security & privacy literacy and awareness training during onboarding and annually thereafter- Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to): > Data Classification, Retention & Handling Policy > Incident Response Policy/Procedures > Business Continuity/Disaster Recovery Policy/Procedures > Mobile Device Policy > Account Management Policy > Access Control Policy > Personnel Security Policy > Privacy PolicySaviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us!Saviynt is an equal opportunity employer and we welcome everyone to our team.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.